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Category: Service Recovery

Responding to Complaints Online: a 4-Step Approach

Responding to Complaints Online: a 4-Step Approach

Remember what it was like before social media, that if someone had a complaint, they had to call you up and tell you directly?  And if they were to tell […]

November 10, 2017August 27, 2020 AttractionPros Service Recovery
LAST: The Proven Service Recovery Model

LAST: The Proven Service Recovery Model

Complaint resolution and service recovery aren’t just about what you’re giving the guest, but also how you’re delivering it to them.  The most effective method for communicating service recovery is […]

November 3, 2017August 27, 2020 AttractionPros Service Recovery
Some Policies are Bad for Customer Service

Some Policies are Bad for Customer Service

I recently had the opportunity to fly an airline that charges baggage fees (I try to avoid this by flying Southwest whenever possible). I understand that it is difficult for a for-profit […]

October 20, 2017May 13, 2020 AttractionPros Guest Experience, Service Recovery
3 Service Recovery Lessons

3 Service Recovery Lessons

On October 4-5, I was scheduled to work with the leadership team at Zoo Miami. Unfortunately, this was also the time frame that Hurricane Matthew was ripping it’s way through the […]

October 20, 2017May 13, 2020 AttractionPros Service Recovery
They Screwed Up, But I am Still Going Back

They Screwed Up, But I am Still Going Back

So this just happened…. I took my VW Beetle in to get the door handle fixed. The door handle was fixed, except… it was the wrong door handle. As it […]

October 20, 2017May 13, 2020 AttractionPros Service Recovery
The Two Main Types of Complaints (and how to respond)

The Two Main Types of Complaints (and how to respond)

Each one of your guests will have their own story of how they perceived their experience.  Due to the variable factors leading into their experience and throughout the duration of […]

October 18, 2017August 27, 2020 AttractionPros Service Recovery
The Recovery is More Memorable than the Complaint

The Recovery is More Memorable than the Complaint

A guest visits your attraction and for some reason, the experience that they had fell below their expectation. Maybe it was due to cleanliness, maybe it was poor service, maybe […]

October 17, 2017August 27, 2020 AttractionPros Service Recovery
Airplane

The “Recovery Paradox” Explained

Research was conducted beginning in the 1990’s and early 2000’s on a concept called the “recovery paradox.” This concept indicated that it is possible that service recovery can be so effective that […]

October 2, 2017August 27, 2020 AttractionPros Service Recovery
Service Recovery in 5 Seconds

Service Recovery in 5 Seconds

Over the weekend, I was visiting Denver and rented a car through Firefly.  When I picked up my car at Denver International Airport, I was offered the option of prepaying […]

October 2, 2017August 27, 2020 AttractionPros Service Recovery
Passion and Pride, Meet Service Recovery

Passion and Pride, Meet Service Recovery

I was perusing through Trip Advisor earlier today and looking at some online reviews of a few different attractions. In the interest of anonymity, I won’t discuss which attractions I […]

October 2, 2017August 27, 2020 AttractionPros Service Recovery

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LibertyPartnersLiberty Partners@LibertyPartners·
10h

AP Podcast – Episode 176 – Jennifer Green talks about getting to know your government officials and the complicated world of lobbying http://attractionpros.com/ep176/ via @AttractionPros

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AttractionProsAttractionPros@AttractionPros·
12h

#AttractionPros Podcast - Episode 176 - Jennifer Green (@LibertyPartners) talks about getting to know your government officials and the complicated world of lobbying
http://ow.ly/EEL850DbShN

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AttractionProsAttractionPros@AttractionPros·
18 Jan

"Take your experiences, learn from them, and grow from them."
http://ow.ly/8tTT50D4Esk

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AttractionsAca1Attractions Academy@AttractionsAca1·
18 Jan

@Joshua_Liebman from @BackLooper_ will open your eyes and minds to his amazing insights. Check out his virtual workshop..."The New Guest Experience: A Virtual Workshop" https://www.eventbrite.com/e/the-new-guest-experience-a-virtual-workshop-tickets-130274198635?utm-medium=discovery&utm-campaign=social&utm-content=attendeeshare&aff=estw&utm-source=tw&utm-term=listing @Eventbrite

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AttractionProsAttractionPros@AttractionPros·
17 Jan

"You've got to cater your management style to who you're managing."
http://ow.ly/8tTT50D4Esk

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